Execs In The Know

FEBRUARY 5, 2024

Small/Mid-Sized Companies are Redefining CX and EX Expectations The spotlight is on smaller and mid-sized BPO companies setting new benchmarks for Customer Experience (CX) and Employee Experience (EX) excellence by focusing on the human in a customer and employee. Its BPO market is forecasted to grow from USD 1.3

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Ameyo Callversations

MAY 17, 2021

The Second Wave of COVID-19: Re-thinking your Customer Experience Strategy. With the pandemic extending longer than expected, it is time for the contact centers to re-look at their customer engagement strategy and invest in the right technology to ensure great results. Everything went online and e-commerce saw a boom.

E-commerce 98

E-commerce Contact Center Government Omnichannel 98

Zendesk

SEPTEMBER 27, 2022

It’s a confluence of multiple forces all hitting at the exact same time, which has resulted in a poor experience for everybody involved.”. government says that things need to change. But when customers are offered an option for reliable and seamless interactions with agents, flying can be a bit less of a bumpy ride.

CX 52

CX Social Media Transportation Omnichannel 52

Fonolo

AUGUST 28, 2018

Vertical markets in the sample base included: retail banking, insurance, health care, government, retail/e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. Our favorite chart: Inner Circle Guide to Omnichannel Customer Contact. The interviews were conducted earlier this year.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Shep Hyken

JULY 8, 2022

Smart IVR allows you to serve customers directly without going through an agent for support calls. For example, a hospital could use an IVR to allow clients to change appointments over the phone. Hospitals can integrate CRM to monitor patients and appointments. Confidentiality is a growing concern of governments and businesses.

Customer Service 61

Customer Service Predictive Analytics Hospitality Hospitality 61

Hodusoft

JANUARY 18, 2023

Omnichannel communication: Adapting an omnichannel healthcare call center solution allows you to communicate with patients through various channels, such as phone, email, and text. FluentStream is a cloud-based call center system that caters to small or specialized healthcare providers rather than large hospital call centers.

Healthcare 52

Healthcare Artificial Intelligence Omnichannel CRM 52